Imagine you’re a contact center agent on the phone with a customer trying to resolve an issue with their account. Partway through the conversation, a coworker nudges you and advises you that you’re interrupting the customer frequently and might want to listen more closely. However, the colleague coaching you isn’t another human being – it’s artificial intelligence (AI) built into the contact center software, advising you via pop-ups.
This is just one example of how AI has become common in the workplace. No longer just a science fiction fantasy, AI-powered tools have gained popularity with businesses seeking to automate routine tasks, improve customer experience (CX), and help their human team members accomplish more. As of 2021, 56 percent of organizations had implemented AI for at least one function, up from 50 percent in 2020, according to the McKinsey Analytics report The state of AI in 2021.
How businesses today utilize AI
Businesses leverage AI for a wide range of functions. McKinsey found these were the most common uses cases:
- Optimization of service operations
- Product enhancements
- Contact center automation
- Optimization of product features
- Predictive customer service
- Analytics related to customer service
- Product creation
- Segmentation of clients
- Risk modeling and analytics
- Analytics related to debt and fraud
In a previous blog entry, we covered the business benefits of AI, including the automation of mundane tasks, more efficient utilization of capital and labor, and improved security and compliance. As the technology evolves and increases in sophistication, the adoption rate will likely continue to grow as companies deploy AI-powered tools as part of their digital transformation efforts.
The future of AI
Like other types of technology, artificial intelligence is still in development, and we can expect significant advancement in 2022 and beyond. Based on predictions from industry experts and our team’s expertise, here are a few significant artificial intelligence trends to keep your eye on this year.
1. AI and machine learning will drive advancements in healthcare.
In 2022, AI will potentially have a considerable impact on the healthcare industry, transforming diagnosis and treatment processes and supporting the development of new medicines, Myles Gilsenan, vice president of data, analytics and AI for Apps Associates, told eWeek.
“The potential to extend human life is a very real possibility while also improving the quality of life, thanks to advances made during the pandemic,” Gilsenan is quoted as saying in the eWeek article “Tech Predictions for 2022: Cloud, Data, Cybersecurity, AI, and More.”
2. AI-powered simulations will transform decision-making for business leaders.
Simulations constructed by artificial intelligence have incredible potential to inform corporate strategy, according to the November 2021 PwC article “Six AI business predictions for 2022.” If you’re weighing multiple scenarios, AI can craft “digital twins” of cities, buildings or groups of people. Simulations can also forecast supply chain scenarios accounting for variables such as marketplace developments and potential obstructions.
3. Businesses will leverage AI solutions to enhance CX.
Delivering the best possible CX has become a top priority for businesses seeking to cultivate a loyal customer base. CX practitioners recognize AI as a solution with incredible potential to enhance experiences and improve customer service.
Customer experience experts report utilizing AI to map and improve customer journeys, provide assistance via chatbots, facilitate self-service, and coach customer service agents, according to the Artificial Intelligence in Customer Experience Report 2021 from CX Network. As suppliers release more advanced CX solutions in 2022 and beyond, AI will likely continue to play a major role in customer experience enhancement.
If you’re interested in exploring the ways AI-powered solutions can drive productivity and improve efficiency for your business, our trusted advisors can offer expert guidance and assist you in identifying ideal AI use cases for your organization. Based on your needs and goals, we can determine how AI fits into your long-term strategic IT roadmap. To connect with our advisors, please give us a call at 877-599-3999 or email email@example.com.